In the ever-evolving landscape of customer service and contact centres, excellence is the guiding light that illuminates the path to success. Auscontact’s 2023 State Excellence Awards were a celebration of the best and brightest in the industry, honouring the individuals and organisations that consistently push the boundaries of excellence. In this blog, we take you on a journey to meet the outstanding winners who have made their mark in the world of customer service and contact centres.
The Essence of Excellence
Excellence is not a destination but a continuous journey, a commitment to delivering exceptional service and unforgettable customer experiences. In the customer service and contact centre domain, it is the cornerstone of success, fostering brand loyalty, and paving the way to industry leadership.
Auscontact’s State Excellence Awards: A Tribute to Achievement
Auscontact’s State Excellence Awards serve as a platform to recognise and applaud the exceptional accomplishments of individuals and organisations in specific regions. They set the benchmark for excellence in the industry and provide well-deserved recognition.
Queensland’s Excellence Awards: Champions of Excellence
Customer Contact Professional:
- Jessie Salomone – National Heavy Vehicle Regulator
- Mandy Smith – Brisbane City Council
- Mary-Kathleen Fleming – Concentrix Services* (Winner)
Coach or Quality Professional:
- Abbey Clarke – Concentrix Services* (Winner)
- Christopher Knipe – Brisbane City Council
- Kyle Parfitt – Smart Service Queensland
Training Professional:
- Helen Gordon – Smart Service Queensland* (Winner)
- Natasha Dagg – Concentrix Services
- Sam McGahan – Energy Queensland
Team Leader/Team Manager:
- Amy Heavy – Smart Service Queensland
- Michelle Webber – Energy Queensland
- Sarah Wratten – Allianz Australia* (Winner)
Workforce Management Professional:
- Brett McDonald – Smart Service Queensland* (Winner)
- Joel Stewart – Australian Taxation Office (Lodge & Pay)
- Samara Monterrosa – Concentrix Services
Operational Support Professional:
- Cathy Harris – Brisbane City Council
- Leila Milonas – Queensland Health* (Winner)
- Simone Hayes – Brisbane City Council
Business Analyst/Reporting Professional:
- Adrian Beech – Brisbane City Council* (Winner)
- Katie Torenbeek – Australian Taxation Office (CAS)
- Kristy Haylock – Brisbane City Council
Customer Experience Champion:
- Fleur Tukavkin – Australian Taxation Office (CAS)
- Layla Buckley – Brisbane City Council* (Winner)
- Phillip Lincoln – Smart Service Queensland
Centre Manager:
- Brent Sheriff – Energy Queensland
- Renata Lee – Brisbane City Council
- Sara Barnfield – Smart Service Queensland* (Winner)
Rising Star:
- Willow Bell-Maier – AIA Australia*
Contact Centre of the Year:
- Australian Taxation Office
- Brisbane City Council* (Winner)
- Energy Queensland
Customer Experience Initiative of the Year:
- Digital Transformation – Smart Service Queensland* (Winner)
Customer Experience Initiative of the Year:
- Workforce Transformation – Australian Taxation Office* (Winner)
Customer Experience Initiative of the Year:
- Process Transformation – Australian Taxation Office, National Heavy Vehicle Regulator*
Employee Experience Initiative of the Year:
- Mental Health and Wellbeing – Energy Queensland* (Winner)
Employee Experience Initiative of the Year:
- Engagement and Culture – Australian Taxation Office*, Brisbane City Council
Employee Experience Initiative of the Year:
- Diversity and Inclusion – Brisbane City Council, Concentrix Services*
New South Wales Shines Bright: Recognizing Excellence
Customer Contact Professional:
- Jen Hall – AIA Australia
- Mckeeley Whitmore – Ampol* (Winner)
- Mel Thompson – nib Group
Coach or Quality Professional:
- Aleisha Harris – AIA Australia* (Winner)
- Ashling Hartigan – Australian Taxation Office (CAS)
- Yasmin Raza – Teachers Mutual Bank
Training Professional:
- Gabrielle Worthington – Australian Taxation Office (CAS)
- Rebecca Whatley – Teachers Health Fund* (Winner)
- Tyra Koksal – Honey Insurance
Team Leader/Team Manager:
- Amy O’Connor – nib Group
- Klime Sekutkoski – AIA Australia* (Winner)
- Theresa Brunton – Australian Taxation Office (CAS)
Workforce Management Professional:
- Emma Maatouk – Australian Taxation Office (CAS)
- Jeremy Prakoonheang – Tabcorp* (Winner)
Business Analyst/Reporting Professional:
- Eduardo Martins Lynch – Tabcorp
- Gayle Gillett – nib Group* (Winner)
Operational Support Professional:
- Caitlin Gardner – Service NSW
- Danielle Curtis – Australian Taxation Office (Lodge & Pay)
- Luke Marsden – Tabcorp* (Winner)
Customer Experience Champion:
- Colleen Galea – Service NSW
- Melissa Cunningham – Teachers Mutual Bank* (Winner)
- Tom Fewell – Ampol
Centre Manager:
- Aneta Field – Honey Insurance* (Winner)
Contact Centre of the Year:
- Service NSW* (Winner)
Customer Experience Initiative of the Year:
- Process Transformation – nib Group – Project ECHO* (Winner)
Employee Experience Initiative of the Year:
- Engagement and Culture – Australian Taxation Office*, nib Group
Employee Experience Initiative of the Year:
- Diversity and Inclusion – Australian Taxation Office, Service NSW*
Victoria/Tasmania’s Best: A Showcase of Excellence
Customer Contact Professional:
- Caity De Haan – BOQ Group
- Neha Collins – recoveriescorp
- Sasha Jaschenko – Concentrix Services* (Winner)
Coach or Quality Professional:
- Ashleigh Pullin – Australian Taxation Office
- Kinnersly Smith – AIA Australia
- Kyleigh Stewart – BOQ Group* (Winner)
Training Professional:
- Garza Ghebre-Michael – Australian Taxation Office
- Matt Xavier – recoveriescorp* (Winner)
- Tom Fallon – Australian Taxation Office
Team Leader/Team Manager:
- Liam Henry – ANZ*
- Rahul Anand – recoveriescorp
- Tony Nguyen – APM
Workforce Management Professional:
- Darcy Lee – Yarra Valley Water* (Winner)
Operational Support Professional:
- Fiona Rajapaksha – AIA Australia*
- Maddy Abela – Australian Taxation Office
- Talitha Savige – Bendigo and Adelaide Bank
Business Analyst/Reporting Professional:
- Brianna Willcox – Yarra Valley Water
- Chris Dicker – Yarra Valley Water*
- Jonathan Bowen – VETASSESS
Customer Experience Champion:
- Luke Llewellyn – Australian Taxation Office*
- Patrick Axford – Yarra Valley Water
- Shalini Francis – recoveriescorp
Centre Manager:
- Mel Gore – recoveriescorp* (Winner)
Contact Centre of the Year:
- BOQ Group
- recoveriescorp
- Yarra Valley Water* (Winner)
Customer Experience Initiative of the Year:
- Digital Transformation – CPM Australia*
Customer Experience Initiative of the Year:
- Workforce Transformation – ANZ*
Employee Experience Initiative of the Year:
- Mental Health and Wellbeing – recoveriescorp* (Winner)
Employee Experience Initiative of the Year:
- Engagement and Culture – AMP Services*
Employee Experience Initiative of the Year:
- Diversity and Inclusion – recoveriescorp*
South Australia’s Finest: Excellence Personified
Customer Contact Professional:
- Fleur Koplin – Australian Taxation Office (Lodge & Pay)
- Miriam Bleyerveen – Allianz Australia* (Winner)
- Yioryia Rollas – Australian Taxation Office (CAS)
Coach or Quality Professional:
- Jade Saliu – Allianz Australia*
- Matt Hughes – Allianz Australia
- Jade Saliu – Allianz Australia* (Winner)
Training Professional:
- James Brown – Australian Taxation Office (CAS)* (Winner)
Team Leader/Team Manager:
- Adrian Duran – Datacom
- Ashley Botelho – Allianz Australia
- Michael Dang – Datacom* (Winner)
Workforce Management Professional:
- Caitlyn Aytekin – Datacom
- Nicola Lutze – Datacom
- Sarah Service – Australian Taxation Office (CAS)* (Winner)
Operational Support Professional:
- Christina Christou – Australian Taxation Office (CAS)
- Kat Francis – Datacom
- Monique Gibbons – Datacom* (Winner)
Business Analyst/Reporting Professional:
- Sonya Hup – Australian Taxation Office (CAS)*
- Natasha Sekulic – Australian Taxation Office (CAS)* (Winner)
Customer Experience Champion:
- Daniel Wasilewaki – APM
- Natasha Sekulic – Australian Taxation Office (CAS)*
- Sonya Hup – Australian Taxation Office (CAS)* (Winner)
Centre Manager:
- Chloe Hatswell – APM*
Customer Experience Initiative of the Year:
- Process Transformation – Australian Taxation Office – Operation Wipeout*
Western Australia’s Champions: An Ode to Excellence
Customer Contact Professional:
- Christine Thurston – Synergy*
- Jackie Hobbs – City of Wanneroo
- Shruti Jajoo – Australian Taxation Office
Coach or Quality Professional:
- Mark Chance – Australian Taxation Office
- Nicola Smith – Synergy*
Training Professional:
- Elena Loveland – Australian Taxation Office* (Winner)
Workforce Management Professional:
- Natalie Pike – BOQ Group*
Team Leader/Team Manager:
- Debbie Allen – City of Wanneroo
- Kirsty Eatts – APM*
- Rachel Clegg – Australian Taxation Office
Operational Support Professional:
- Sandie Kempton – Teachers Mutual Bank* (Winner)
- Nolan Nott – Australian Taxation Office*
Business Analyst/Reporting Professional:
- Jonathan Bowen – VETASSESS*
Customer Experience Champion:
- Beth Porteous – Synergy
- James McManus – City of Stirling*
- Sarah Straker – City of Wanneroo
Centre Manager:
- Kelly Donker – City of Wanneroo*
Employee Engagement Initiative of the Year:
- Engagement and Culture – City of Wanneroo*
Customer Experience Initiative of the Year:
- Process Transformation – Synergy*
Contact Centre of the Year:
- APM*
Countdown to the National Excellence Awards Celebration
The excitement continues to build as we count down to the grand finale, the 2023 National Excellence Awards Celebration, scheduled for November 17th in Sydney. This prestigious event will bring together state winners from across the nation to compete for coveted national recognition. Registration for Auscontact’s celebration is accessible here.
Conclusion: A Bright Future Shaped by Excellence
Auscontact’s 2023 State Excellence Awards have illuminated the unwavering dedication of individuals and organisations in upholding the highest standards of excellence in the customer service and contact centre industry. As we eagerly anticipate Auscontact’s National Excellence Awards Celebration, we celebrate not just the winners but all the nominees who have played a pivotal role in shaping the future of customer service and contact centres, one remarkable achievement at a time.
In an industry where excellence is the currency, these winners have proven themselves as luminaries. Their commitment, innovation, and dedication to delivering outstanding customer experiences have set a high bar for others to follow. Congratulations to all the nominees and winners of Auscontact’s 2023 State Excellence Awards for your remarkable contributions to the world of customer service and contact centers. Your excellence inspires us all.
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